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■ SKILLS // SKILL SPECS

customer-success

Customer health monitoring, adoption programs, and escalation governance

Author GTM Agents Published Updated Read 4 min
■ [!] ON THIS PAGE ▼
■ INSTALL // npx @self.md/cli install customer-success
AuthorGTM Agents
Namespace@gtmagents/gtm-agents
Category#business
Version1.0.0
Stars★ 64
Downloads↓ 4
Verification[ ✓ ] self.md verified
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Customer health monitoring, adoption programs, and escalation governance

Installation

npx claude-plugins install @gtmagents/gtm-agents/customer-success

Contents

Folders: agents, commands, skills

Included Skills

This plugin includes 4 skill definitions:

adoption-playbook

Structured guide for designing and executing customer adoption programs.

View skill definition

Adoption Playbook Skill

When to Use

  • Launching onboarding/adoption initiatives for new segments or products.
  • Refreshing adoption strategies after major roadmap or packaging changes.
  • Standardizing enablement for CS, product, and marketing partnerships.

Framework

  1. Persona & Journey Mapping – goals, blockers, success metrics, critical milestones.
  2. Play Matrix – channel x milestone view of actions, owners, cadences, and triggers.
  3. Content Library – templates for comms, workshops, office hours, and enablement assets.
  4. Measurement Plan – activation, usage, sentiment, expansion metrics with thresholds.
  5. Feedback Loop – qualitative signals, experiment backlog, and improvement tracker.

Templates

  • Journey table (milestone, trigger, action, owner, KPI).
  • Adoption campaign brief with creative/copy checklist.
  • Weekly adoption standup agenda and notes doc.

Tips

  • Anchor each milestone on a clear customer outcome, not just feature usage.
  • Pair with build-adoption-program command for automated blueprints.
  • Archive playbook iterations to show impact in QBR/EBR storytelling.

executive-ebr-kit

Template pack for executive business reviews with outcomes, risks, and

View skill definition

Executive EBR Kit Skill

When to Use

  • Preparing quarterly/biannual executive business reviews (EBRs/QBRs).
  • Aligning customer exec sponsors with value realization, roadmap, and investment asks.
  • Creating consistent storytelling across CS leaders and account teams.

Framework

  1. Narrative Structure – headline, impact summary, challenges, commitments, next plays.
  2. Metric Spine – adoption, value, ROI, roadmap alignment, joint KPIs.
  3. Risk & Opportunity – top 3 blockers + mitigations; top 3 growth bets + investment needs.
  4. Executive Actions – decisions, approvals, introductions, or resources requested.
  5. Follow-Up Tracker – owner, due date, status, and impact measurement.

Templates

  • 6-slide EBR deck outline with talking points per slide.
  • Memo template for async EBRs.
  • Action/decision log sheet shared with customer + internal teams.

Tips

  • Lead with outcomes delivered before asking for investment or case studies.
  • Include joint success metrics the customer already tracks for easier alignment.
  • Pair with run-escalation-playbook for exec-ready updates on remediation progress.

risk-scoring-framework

Method for calculating customer health/risk tiers using quantitative

View skill definition

Risk Scoring Framework Skill

When to Use

  • Building or tuning customer health scores that drive CS prioritization.
  • Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like.
  • Auditing why certain segments churn or expand more than others.

Framework

  1. Signal Inventory – usage, sentiment, support, commercial, product feedback, exec engagement.
  2. Weighting & Decay – assign weights per signal, set freshness decay, define negative indicators.
  3. Tier Mapping – convert scores to tiers (green/yellow/red) with playbook hooks.
  4. Validation Loop – back-test against churn, expansion, and NPS outcomes.
  5. Governance – review cadence, owner accountability, and change management process.

Templates

  • Signal catalog spreadsheet with weights and owners.
  • Tier thresholds + play mapping sheet.
  • Validation report template comparing scores vs outcomes.

Tips

  • Combine structured data with CSM notes or sentiment highlights for context.
  • Keep tiers simple (3-4) to avoid confusion; use tags for nuance.
  • Pair with monitor-customer-health output to auto-highlight risks.

sentiment-feedback-loop

Process for capturing qualitative feedback and injecting it into CS playbooks.

View skill definition

Sentiment Feedback Loop Skill

When to Use

  • Enriching health scores with qualitative insights from surveys, CSM notes, and communities.
  • Building voice-of-customer summaries for exec updates or escalations.
  • Prioritizing product/CS actions based on sentiment trends.

Framework

  1. Source Intake – NPS/CSAT, support tickets, call notes, community threads, surveys.
  2. Tagging & Themes – apply taxonomy for product area, sentiment, urgency, persona.
  3. Routing Rules – send critical feedback to owners (product, eng, CS, exec sponsors).
  4. Insight Packaging – compile trend summaries, quotes, and recommended actions.
  5. Closed-Loop Tracking – log actions taken, status, and customer follow-up.

Templates

  • Sentiment tagging spreadsheet or Notion template.
  • Weekly VOC digest format for leadership.
  • Follow-up tracker for commitments back to customers.

Tips

  • Automate ingestion where possible but maintain human review for nuance.
  • Highlight positive sentiment for advocacy/reference programs too.
  • Pair with monitor-customer-health and run-escalation-playbook for context.

Source

View on GitHub

[!] SKILL TAGS //
#business #customer#success#retention